Trouble upgrading Monthly suscription to Annual.

[mediateca]

Hi,

A couple of days prior to the end of our monthly suscription (500 users) we attempted to upgrade to an annual plan, but the system wouldn't allow us, and then the monthly plan was auto-renewed.

While I can imagine a few logics behind that, I have a vague memory of some post suggesting that we might need to contact GTW staff to coordinate this kind of suscription change.

The card's credit should not be a problem as this was approved by the account's officer.

Any assistance will be appreciated.

Rod.

[AshC]

Hi Rod, can you say what happens when you try to purchase the annual plan?  The monthly remaining amount should prorate over to the new subscription as well. 

[mediateca]

Hi,

Sorry I couldn't reply earlier, I am not the person in charge of the renewal and I just had to let this slip to the next renewal in order to get a screen capture...

So, I am attaching a capture of the message. As satated above this happens when we try to change our montlhy plan to an annual Pro plan.

It would translate to something along the lines of

"We're sorry, but the transaction could not be proccessed right now. Try again later."

Credit on the card shouldn't be an issue AFAIK.

Thank again.

Rod.

in advance.

[AshC · Accepted solution]

I'll investigate why this is occurring with out commerce team.  Thanks for your patience, Rod. 

[mediateca]

Great. Thank you.

[AshC]

I've tested the billing info on file, but received the same error.  This indicates the bank account has an issue withdrawing for the annual plan, and you should reach out to see why they are denying these attempts to upgrade. 

[mediateca]

Thank you AshC,

They´ve said there should be no issues with this, but I will try to contact them again and eventually ask them to back it up with some proof.

Regards.